Enhancing the hotel guest experience through different means is crucial in order to enforce your hotel’s brand identity, position your hotel among the competition, potentiate guest retention, increase sales and revenue, and continue to grow.
NB: This is an article from Mews
The better the experience, the more likely guests are to leave a review, which in turn generates more traffic. It’s a win-win. It’s important to enhance the experience throughout all touchpoints with your brand, whether it be when they book, before they arrive, upon arrival, during their stay and long after they’ve left.
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What makes an experience better than another, is creating an integral, cohesive journey with your brand, that leaves your hotel at the front of their minds when it comes time to book again.
15 super simple ways and ideas to improve hotel guest experience
There are so many ways to improve the experience at your hotel. To make sure you’re exceeding these expectations, it’s a good idea to continuously evaluate and improve the guest experience. Here are some quick, easy and inexpensive tips to improve the hotel guest experience that will have lasting results.
1. Touch base with guests’ pre-arrival
A detailed pre-arrival email to all guests can make their arrival and check-in process much smoother. Not all your guests will read the email beforehand, but those who tend to ask a lot of questions are likely to. You can consider adapting the pre-arrival email to different types of guests or to different times of the year for a more personalized experience.
2. Provide an early check-in option
Early check-in is one of the easiest ways to improve the guest experience. It’s simply about giving them an option that will best adapt to their schedule. Whether they want to come to unwind before a busy meeting schedule, or if their plane arrives at dawn, allowing guests the flexibility to check in early is without a doubt a quick and easy way to boost satisfaction levels. Find out how early check-in can boost revenue.
3. Ensure a seamless check-in process
A seamless check-in is another key to creating a positive guest experience. There’s nothing like getting off a long plane ride and then having to wait on a long line to check in. Consider offering mobile check-in or self-service kiosks to expedite the process. The smoother it is, the happier your customers will be. It’s a fact. Of course, machines should never fully replace people; be sure to have enough staff on hand at all times to facilitate the whole process.
4. A smile goes a long way
First impressions make a big difference in this business. Kicking off the arrival and check-in experience on the right foot will not only make your guests feel appreciated, but also establish the tone for the rest of their stay. When you check the arrivals each day, take the time to review the names and reservation details, and be sure to greet everyone by name and with a welcoming smile.
Want to score some bonus points? Then why not go one step further and add a welcome refreshment, such as a local drink or snack. Even a cool drink of water can make a huge difference after a series of plane, train and taxi rides.